Protect & Guarantee
At Jiyun, we are committed to providing a secure and transparent parcel forwarding experience. Our Protect & Guarantee policy is designed to clearly outline your protection, compensation eligibility, and claim process, so you can ship with confidence.
We strongly recommend purchasing insurance or reinforcement services for valuable or fragile items to maximize protection during international transit.
Tax & Duties
In general, if the declared value of your package is below the destination country’s duty-free threshold, it is unlikely to be taxed. However, if the declared information is inaccurate or inconsistent, customs authorities may handle the shipment differently.
If your package is taxed and you have not selected a tax-inclusive service, the tax must be paid by the recipient. That said, taxation is rare — currently, only approximately 0.3% of all shipments are subject to import tax.
Compensation Policy
| Claim Item | Compensation Rules | Maximum Limit (CNY) | ||
| Lost Package | Without insurance: 50% of the item value plus shipping fee (shipping is non-refundable once in transit). | 400 | ||
| With standard insurance: Full item value plus shipping fee (shipping is non-refundable once in transit). | 2000 | |||
| With high-value insurance: Full item value plus shipping fee (shipping is non-refundable once in transit). | 5000 | |||
| Missing Items | Without insurance: 30% of the missing item value, shipping is non-refundable. | 200 | ||
| With standard insurance: Full value of the missing item, shipping is non-refundable. | 400 | |||
| Damaged Items | Without reinforcement or insurance: Up to 10% of item value depending on damage severity. | 100 | ||
| With reinforcement: Up to 50% of item value depending on damage severity. | 200 | |||
| With standard insurance: Up to 70% of item value depending on damage severity. | 300 | |||
| Important Note | ||||
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Claim Process
If your package is lost or damaged, please submit a claim with the required supporting materials below. Claims without complete documentation may not be processed.
- Clear photos of the outer packaging
- Photos of the items inside the parcel
- Photos taken at the time of delivery
- Official proof or statement from the courier
- Order screenshot from the shopping platform
Please email all materials to our after-sales support team. We will respond within 3 business days and confirm compensation eligibility within 5 business days.
Email Submission
Email Subject: Package Claim Request
Customer Service Email: service@jiyun.global
Email content must include:
- Full Name
- Payment Account
- Declared Item Value
Approved shipping fee refunds will be returned to the original payment method. Item compensation, if applicable, will be paid via bank transfer. Please ensure all submitted information is accurate and complete.
Delivery Instructions
- Inspect the parcel in the presence of the courier. Check for damage, tampering, or unsealed packaging. If issues are found, note them on the delivery slip and take photos immediately.
- For missing or damaged items, request the courier’s signature on the shipping label as confirmation. Claims without courier acknowledgment will not be accepted.
- Once the parcel is signed for, the forwarding process is considered complete and no further claims will be accepted.
- Compensation value is calculated based on the lower amount between the order value and the declared value on our website. Both must be provided for verification.
Disclaimer
- Fragile items (e.g. glass, ceramics, LCD screens) are not eligible for damage compensation.
- Free samples or gifts are not covered.
- Losses caused by force majeure events.
- Product expiration or spoilage due to uncontrollable delays.
- Customs-related losses including confiscation, return, or destruction.
- Prohibited or restricted items.
- Seller errors such as short shipments or incorrect items.
- Losses caused by third-party logistics providers.
- Returned, second-hand, or used goods.
- Damage occurring during the seller’s domestic shipping process.